Complaints Books

Clearly this book provides the basics on writing letters of complaint. Most of it is just common sense (not so common these days). If you treat business people the way you would want them to treat you, it usually works out in the end. I didn't find much new in it. The contact addresses are helpful, but then most of them can be found on the net.. and more current

Very insightful and useful. I have used some of her template letters for airline complaints. In the past, I used her writings for a labor complaint and got $18,000 from my former employer.

I wish this book was available in downloadable electronic form which will make it more useful in practice by cutting and pasting.

I have the book for several years and its contents have saved me time and money over and over again. It is rich in samples of real letters and complaints, with real cases.
I recommend to anyone that ever needs to write a complaint letter and/or need to reach government agencies.

Anyone who has made enough transactions with Amazon.com can tell you, Amazon.com has its share of foul-ups. And when mistakes (that are bound to happen from time-to-time) do happen, the biggest errors occur in their customer service department. For me, I know that I have written e-mail after e-mail complaining about RUDE, ERRONEOUS and downright FRAUDULENT communication emanating from the unskilled and unsupervised excuse for a customer service department only to have other unskilled, unsupervised hacks respond. I kept explaining that I was not seeking compensation, I was trying to complain about Amazon.com's customer service, but Amazon.com either doesn't care or doesn't have a mechanism to care. My e-mails which always started, please forward this to so-and-so's supervisor never were. I can't wait for the follow-up to this book. "How To Write Letters Of Complaint to OUTSOURCED INDIANS WHO DON'T UNDERSTAND HOW THE AMERICAN CONSUMER WANTS TO BE TREATED!!"

So funny. Quick, light reading. Very enjoyable

This book is great. I'm still laughing. This one is on my highly recommended list. I started reading it at 6:00 in the evening and didn't put it down until it was complete, around 2:00. I went back and re-read several of the letters. Visualizing the look on some of the adressees faces was really funny. Can you image what some of these people must have thought?

Recently, I've been reading a lot of the prank letter books that have been released. From Ted L. Nancy, to Paul Rosa, and others.

Wilber Winkle was one of the last in the series I picked up. To be honest, after a couple of lesser books, I thought the genre was dead. It isn't. Wilber Winkle is actually one of the best, up there with Nancy, only more serious.

The thing that is so good about this is that the letters seem more real. They aren't jokey like some of the others. So, they are taken more seriously.

And, even better, he continues his quest with several letters, even at times sending money orders to make his letter stand out (and help with researching the questions he asked).

His letters to Hershey's over several years to find out why they left out the almond in the Fifth Avenue bar are wonderful. He continues on and on, even sending Christmas greetings to them asking how their project is going.

Also, he becoomes a pen pal with Ronald McDonald himself!!

Great stuff.

I only wish there was another volume, or it was longer.

I enjoyed the "Letters from a Nut" series of books. But this book is even better. The author not only writes with his strange requests/questions, but he continues to reply over and over. It's almost unbelieveable how some of his letters are responded to. He puts a lot of thought into his letters, making them outright hilarious. Letter's from a Nut is good, but Wilber Winkle is great!

One of the better books of this genre and suprisingly intelligent and witty. Winkle tackles targets that legitmately annoy him (and us, his readers) and doesn't give up until he gets a satisfactory resolution to his complaints. For some authors in this genre, simply getting an answer to a stupid letter is the punchline. Not so for Winkle, who demands real answers to his complaints. It's his targets' own unwillingness to co-operate that makes them look foolish (and reveals their real attitude toward consumers) and this provides much of the humor for the book.

This is less a "prank" letter book than it is a manual on the art of effective consumer complaining, but this doesn't detract at all from its laugh-out-loud humor. Winkle is an odd and wonderful mixture of consumer crusader and merry prankster.

I AM RECENT GRADUATE OF A PRACTICAL NURSING PROGRAM AND WHILE GOING TO SCHOOL I WORKED PART TIME IN A FACILITY WITH GERIATRIC PATIENTS. EVERY PERSON INVOLVED IN THE CARE OF THESE PEOPLE, RIGHT DOWN TO THE HOUSEKEEPING STAFF, SHOULD READ THIS BOOK. IT IS THE RESPONSIBILITY OF ANYONE AROUND THE ELDERLY TO WATCH FOR AND REPORT ABUSE. WHAT IF IT WAS YOUR MOTHER OR GRANDMOTHER!! I RECOMEND THIS BOOK TO EVERYONE.

This is a very good and informative book. Anyone who has loved ones in a nursing home facility should get a copy of it today.

Anyone who knows David knows what a loving and caring person he is. David has always put his patients' needs first. He always treats/treated them as if they are/were family. David is one of the best in his profession. I feel he did the right thing in "blowing the whistle". The families need to know what goes on behind closed doors when it comes to their loved ones in facilities such as these. I tip my hat to you, David.

It is sad to know that kind, caring, compassionate nurses like David are the exception when they should be the rule. It is heartbreaking to know that a book like this is even necessary. I applaud all of Mr. Sampley's efforts to make changes in the nursing home system. Once I started reading this book I did not put it down until the final word was read. If you ever contemplate putting a relative in a nursing home, read this book first.

I found Breaking the Code of Silence very informative and enlightening. If you have a friend or relative who resides, or may reside in a nursing home in the future, this is a must read for you and them. The author gives you the true insider look at what goes on behind the scenes in many nursing homes. Lets hope this sends a clear message to the operators of these facilities. It is sad that Mr. Sampley had to endure what he did, but his efforts may be the beginning of a campaign to change the way patients are treated in these homes.

When companies implement Customer Relationship Management (CRM), they often find that their number of complaints shoots up. Berndt Stauss and Wolfgang Seidel candidly explain that often, companies actively discourage complaints with processes that are so barrier-ridden that consumers switch to another company's products rather than negotiate the maze. As an alternative, Stauss and Seidel present a CRM-based complaint management system that, for enlightened corporate citizens, can become a strategic asset and even an indirect revenue source. Occasionally, they get a little carried away with their "consultantese" and terms like "process owner" and "complaint owner." Nevertheless, the seven-page complaint-management checklist at the end of the book is particularly valuable. We strongly recommend this book to CRM managers who want to know what their customers really think.

It is an unusual book because of the total approach to complaint management. The weaknesses of most CRM books is lacking in this book. The reason is that after having read the book you have a complete picure of what complaining behavior and complaint managment is. You also know how complaints are related to CRM. Moreover, and what is most rare is that you get practical advice about how to manage complaint management in your firm or how to learn how to teach complaint management. In other words, you know both the value of managing complaint management as well as the cost of not doing so. If you are itnerested in introducing complaint management or have already introduced - buy this book!
Inger Roos, Associate professor at Karlstad university, Service Research Center (CTF)

This book is not another marketing book praising how good you should treat your customers, even though it has one of the 'hot' words in its title (is CRM still hot?). Instead, it is a very thorough and rich analysis of all the elements that a service manager needs to consider if the issue of complaints falls near his/her area of responsibilities.

The authors take you through a precise and well structured account of all elements of the complaint management process. First they describe why and how customers are likely to complain; then they go into how to stimulate, receive, process, control, and analyze complaints, and then back to the likely customer reaction to our response. The last third of the book tackles the organizational and operational issues that you will need to sort out to implement these recommendations: human, organizational, and technological issues.

The first glance at the table of contents may put you off. It is probably too crowded... But be certain that you won't find another book out there with this depth of practical and no-nonsense knowledge and applied techniques.

--- If you are buying just one book on customer complaints, get this one!

In the past few decades the Services Industry has advanced long way - in a direction from product services to a customer centric business environments.
Although the quantitative and qualitative importance of services - as well as its spectrum of offerings - has grown quite considerably, the thrust of activity still seems solely to center around its operational tasks and processes. Bernd Stauss' and Wolfgang Seidel's revolutionary Complaint Managent model represents an impressive progress in our understanding of what services organisations must do to become outstanding and exemplary leaders in the roles of services providers and services innovators.
I have read the book entirely page by page, each chapter creating more desire and curiosty to read the next one.
Today the aspects of complaint management are used probably in hundreds of business facilities around the world, yet there is to my knowledge no other book or public documentation providing such a holistic introduction and a guidance to everyone in services management, to enable the creation of a powerful blue print for services organisations.

Walter Duschek, Speaker of the Supervisory Board Spirit/21 AG, VP AFSMI

Finally a book that is engaging, helpful and insightful on customer service. This book takes away the mystery and simplifies the process in an understandable way while providing a good dose of humor to instill the message. Every business leader should have this book on their desk.

Anyone who is interested in understanding the role of gathering and using guest feedback needs to read this book. There is no other book that so clearly outlines the need for customer service and the actual methods and measurments on how to get it, and then how to improve your operation based on the feedback.

Businesses often focus their efforts on getting customers. The mantra of the day is sell, sell, sell.

Mr. Hanks' book is a valuable reminder that while selling gets the ball rolling, it is customer service that keeps the customers coming back for more. That is the bloodline of most successful enterprises.

I especially enjoyed the lesson taught on the importance of measuring the actual customer experience versus the less-reliable and less-effective techniques of internal auditing and mystery shopping. Rather than guessing what the customer experiences, why not just ask the customer directly?

I would highly recommend this book to any professional who has to keep customers satisfied for a living and wants to find new and better ways of doing so.

This book is full of practical, specific advice on measuring customer service and using the information to improve your customers' experiences. It's like a road map to success. It's a very straightforward, easy read.

I am an avid reader on the subjects of civil rights and racial profiling. This book, simply put, is incredible. I thought I had a firm opinion on the subject, but after reading this book, I really see that there are two sides to this complicated issue. All is not always what you see. This book covers every possible aspect of this subject, and delves into areas that I have not seen covered before. I had never before considered the side of law enforcement, nor did I understand what was really going on behind the scenes. I also never really viewed this subject outside of the "black and white" issue. The authors reminded me that racial profiling effects every one of us. Now I can more effectively become involved in the fight towards racial justice with a more focused understanding of why racial profiling occurs and what can be done to stop this practice. I highly recommend this book.

The Color Of Guilt & Innocence: Racial Profiling And Police Practices In America by law enforcement veteran Steve Holbert and attorney Lisa Rose is a highly readable discussion of the all too common practice of racial profiling in America. Discussing data collection and analysis programs used to help determine whether racial profiling takes place, issues of civil liberty, police reaction to accusations, and much more, The Color Of Guilt & Innocence takes an urgent and serious topic head-on without losing itself in excessively confusing terminology or philosophy. Highly recommended.

I have been a cop for 17 years. I was skeptical of another book on racial profiling that bashes cops. A friend of mine gave me this book to read for training, and i was very surprised that someone finally got it. There is so much about this topic that the public does not know. This book finally gives a cops perspective and tells why, in most cases, cops are not racist. Every person in America racially profiles, and this book explains why. I was fascinated by the in depth discussion in one chapter that explains racism. The book also opened by eyes to the harm the victims suffer at the hands of some cops. I think everyone has something to learn from this book. The book finally sheds some light on data collection and why it will not work. Instead of re-hashing the same old "solutions," the book actually explores some innovative new ideas that should be implemented by law enforcement. Thanks for covering this subject in a whole new light!!

This collection of poems by bright, up-and-coming writer, Randall Mann, is a stand-out first book. Mann cleverly blends classic form with contemporary themes that challenge, excite, disturb, and inspire readers of these fine works. His poems are neat but not sparse, rich but not overdone, a refreshing and exciting take on themes such as queer experience, Floridian dwelling, and the perlustration of love and beauty. Mann's "Complaint in the Garden" is truly a delightful piece.

I can't stop reading this incredible book of poetry--beautiful poem after beautiful poem after beautiful poem. Mann has a rare gift for describing landscape. His poems about both love and life as a gay man are incredibly moving. But perhaps most importantly, Mann's use of form--particulary in his sonnets and villanelles--is just lovely--and quite brilliant. This is the best book of poetry that I've seen in a long, long time.

Randall Mann lures you into his garden with formal poetic structures and luscious descriptions of Florida. But watch out: Mann's language will pull you around into lands erotic, sad, and sometimes, even a little frightening. It's a dazzling ride. This book won the prestigious Kenyon Prize. Randall Mann is one of the most exciting young poets to come along.

I took a chance and picked up Hannah March's THE COMPLAINT OF THE DOVE with no prior knowledge of the author or her work. After reading several historical mysteries, I chanced upon this copy and read it and enjoyed it very much. My grade is based on the fact that the author recreates the time period very well, the characterizations were top-notch, the plot had twists and turns that were not expected and after an initial slow start, the book does gain some momentum for the climax.

If your a fan of historical mysteries, don't pass this one up. There are currently three books in the series that is published in the US. I promise you, that you when you finish reading this book, you'll want to find the other two novels and devour them.

Authors who I think are similar: Ashley Gardner, Tracy Grant and P.B. Ryan and authors that I usually enjoy: Karin Slaughter, Michael Connelly, Steve Hamilton, Anne Frasier, and Julia Spencer-Fleming.

He once had a bright future ahead of him but when his father committed suicide, his estate and fortune was forfeited to the crown. Now Robert Fairfax, after a period of dissipation, has finally got his life together and is working as a tutor for Matthew Hemsley, a young man who comes from a powerful and rich family. To give the student some polish, he is taking him to London to introduce him to the people who will one day be a part of his future.

Matthew finds himself more interested in the social whirl of London and finds himself in love with the toast of the London Theatre Miss Lucy Dove. When she sends him a letter asking him to meet her at her home, he sneaks away from Robert to meet her. When Robert tracks him down, he finds Lucy dead and Matthew unable to remember what transpired. Matthew is bound over for trial and sent to Newgate while Robert, who believes his charge could never commit homicide, does everything in his power to track down the real killer.

The hero of this cleverly written historical mystery is not fighting to clear his student's name because he wants to keep his job but because he genuinely likes the lad and believes in his innocence. As an amateur sleuth, Robert embarks upon an investigation that is as well thought out of as a twenty-first century police officer would conduct. THE COMPLAINT OF THE DOVE is a very picturesque and atmospheric novel that brings to life Georgian England in the minds' eyes of the readers.

Harriet Klausner

Hannah March has the talent as a writer to place the reader right in the middle of London in 1760. Her descriptions of the sights and smells of London of the time are fantastic. I also love the vernacular of the characters. There is nothing worse than reading a "period" book when the characters sound like they're in the 21st century.

If you enjoy period mysteries full of perfectly described details, don't miss this book!

There are plenty of lawyer-bashing books, but this is not one of them. Rather, like a modern Mark Twain, Marc Galanter uses lawyer jokes to reflect trends in American society. Through thousands of jokes and cartoons that mock lawyers and legalization, he shows on how the legal system is influencing and being influenced by changing relationships between individuals, between citizens and government, and between consumers and corporations. Lawyer jokes are popular because lawyers still fight and win for the little guy. A good read for your favorite lawyer or lawyer-to-be.

I thought about starting this review with one of the hundreds of lawyer jokes that are "told" and given life in this excellent book, but I wouldn't want to spoil the punch lines.

The author, evidencing an extrodinarily broad range of knowledge, shows how lawyer jokes have evolved over time (and how some jokes previously targetted at Jews, minorities, and businessmen have evolved into lawyer jokes), and how this evolution reflects larger changes in society about attitudes towards law and individual rights.

In addition, the artwork in the book combines so old favorites from The New Yorker, plus older drawings from earlier centuries.

This is a great book for lawyers and for those who like to make fun of lawyers -- basically, everybody.

Very funny lawyer jokes. I am enjoying them.

It is about time that someone wrote about the trials and tribulations that associates go through everyday when they go to work. This book says it all. Every customer should read this book before they step foot into a retail store. Yes, customer service is our top priority, but there are limits to what we can and should do to satisfy a customer. I believe that everyone in the U.S. should have to work just 1 day in a retail store to understand what we must put up with. What happened to treating people the way you want to be treated!! Thanks Naomi!!

Finally someone had the nerve to write a book as such! Awesome! It was sooooo needed. For anyone who works in the retail industry and has dealt with those CIAR club customers - here is your voice! Working in retail should be just like any other job -we should not have to deal with being cussed at, yelled at, or insulted just because someone didn't get their way. Hats off to you Naomi - it's about time someone showed them how stupid they look!

Finally: a guide which comes from an author's knowledge of the retail industry and daily dealings with troublesome customers! Naomi Black's Two Sides To Every Coin is provocatively subtitled "The Customer Isn't Always Right!" - and cogently explains why. Accounts of retail complaints and resolutions pinpoint when the consumer is right and when fair is fair. Two Sides To Every Coin offers guidelines for assessment and problem solving at the retail level, and any involved in customer service will consider it both eye-opening, entertaining and educational (and all too true!).